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The purpose of this paper is to reflect upon the journal, Reference Services Review, since the editorship of Ilene F. Rockman began in 1986.

The paper describes how the journal has become one of the most respected in its profession, has encouraged new authors and published several ground‐breaking articles over the past two decades.

The journal's standard of excellence is high and continues to model a commitment to, and passion for, reference services and collections, utilization of technology to help users and innovation in library instruction and information library programs.

The paper offers a reflection of RSR and its contribution toward equity and social responsibility.

This article updates a national study undertaken in 1985 to assess the status of end‐user search services in academic libraries (results were presented at the fourteenth annual LOEX conference in Ypsilanti, MI). Although today’s academic libraries now include Internet accessible and Web‐based resources, many of the same challenges exist as in the past: user education, convenient and timely access to information from any place, consistent administrative support, recognition of technology as a change agent, and reaffirmation of the important teaching role that librarians have in an evolving information society.

Outlines the different qualities required, and the different responsibilities, for those individuals climbing the career pyramid.

Looks at papers presented at the LOEX‐of‐the‐West Conference “Expanded conversations: collaborating for student learning” held in 2002 in Eugene, Oregon, USA, which cover innovative research projects in the areas of information literacy. Concludes that by listening to campus colleagues and students unexpected benefits can be gained.

Recent technological and organizational changes in library services and the book publishing industry have underscored the need for libraries to re‐examine their core values in an effort to remain true to their service principles.

Economist John Kenneth Galbraith was once quoted as saying, “There are two types of economists—those who don't know the future, and those who don't know they don't know.” The same can be said for librarians.

States that assessment is a process for quality improvement and libraries, as administrative and academic units, have an important role to play in the continuous improvement of their parent organizations. Looks at how student performance can be assessed and concludes that this can help us to understand better why students fail or master certain courses, which will help in developing change and improvement in the area of student learning.

Promotes the notion that academic librarians use their daily work as a springboard for applied research studies to advance the mission, goals, services, and programs of their higher education institutions.

Libraries must transform the way they think and take a stronger leadership role in campus planning efforts, especially as information technology assumes an increased presence in all facets of higher education. The move toward campus portal development and use, and the rise of electronic course delivery systems with built‐in electronic course packs, offer particular opportunities for academic libraries to clarify their role and assert their expertise.